Online Technical Support Engineer – Microplate Instruments (Biotek)

TN United Kingdom; Cheadle; Hybrid; GBP 35,000 - 55,000; Full time

Job description

Online Technical Support Engineer – Microplate Instruments (Biotek), Cheadle

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic, and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain answers and insights to improve the world around us. More about Agilent can be found at their official website.

Job Overview

As our next Online Technical Support Engineer – Microplate Instruments (Biotek), your primary role will be to provide post-sales technical and applications support on microplate reading, cell/tissue imaging, liquid handling, and automation products. You will support customers remotely via phone, email, live webchat, and other tools, understanding their issues, recommending solutions, and ensuring satisfaction.

Main Responsibilities

1. Investigate and answer technical questions related to hardware, software, consumables, and applications.
2. Document customer interactions in support tickets.
3. Follow up on and close support cases promptly, adhering to company procedures.
4. Collaborate with field and repair teams.
5. Provide feedback to internal departments such as marketing, product support, and sales.
6. Develop technical resources for customers.
7. Occasionally travel for training and customer service shadowing.

Location & Work Model

This role can be based in our offices in Cheadle (UK) or Barcelona (Spain) with a hybrid model, or fully remote for candidates across Europe where we have an entity.

Qualifications

• University Degree in Life Sciences (Biology, Biochemistry, Biotechnology, Chemistry, etc.)
• Hands-on laboratory experience with instrumentation like microplate readers, cell/tissue imaging, and/or liquid handling.
• Proficiency in English. Knowledge of German, French, or Spanish is a plus.
• Customer-facing experience is advantageous.

Personal Attributes

Autonomous, outgoing, customer-focused, with excellent interpersonal and communication skills. Enjoys helping others, solving problems, and is flexible, adaptable, with strong planning and organizational skills.

We Offer

• Permanent contract
• Outstanding company culture
• Career development opportunities
• Benefits including pension, bonus, private healthcare, stock purchase, insurance
• Dynamic international work environment with growth opportunities

Additional Details

This is a full-time position with options for remote work. Compensation is role, level, and location-dependent. Agilent is an equal opportunity employer, welcoming diversity and inclusion.

Travel & Shift

• Occasional travel required
• Day shift